- 1751 Rue Richardson, Montréal, QC H3K 1G6, Canada
- Department: ShareGate
- Location: 1751 Rue Richardson, Montréal
Conceived as an experimental lab, GSoft wants to revolutionize the world of work through its practices and products. It’s quite simple, really: we want to see organizations shift their focus back to the human factor. We’re using technology to challenge the status quo and make the most of what human intelligence has to offer. Through our products, we now have a direct impact on hundreds of thousands of workers around the world.
At ShareGate, we encourage IT specialists to become bona fide new technology experts by building on three main strategies, reflected in our multi-product approach. First, ShareGate Desktop: streamlining the migration and classic management to Office 365. Second, ShareGate Apricot: embracing and managing Office 365, SharePoint, Teams, etc. (Modern Workplace Management). And third, ShareGate Overcast: managing your Azure cloud consumption.
Why do we need a Support Specialist?
At ShareGate we believe our teams should grow at the pace of our products. We are looking for a Specialist that will integrate the technical support team to enhance and improve the customer experience alongside 3 other fellow specialists. We need help in searching for the missing needle in the haystack of our code base, collaborating on multi-user technical screen-sharing sessions or shedding light on the mysterious issues and detailing the path to success to the impacted clients.
- Investigate technical situations in order to guide users through their journey using ShareGate tools
- Intervene directly in critical and complex situations in order to solve, explain or document the issues at hand
- Assist other members of the support team in achieving a consistently positive customer service
- Leverage your technical knowledge to improve the technical aspects of ShareGate products
- Bridge the communication gap between the technical support and the product development teams
So, what’s involved in the role?
Leveraging your technical knowledge and resourcefulness to solve challenging issues is at the center of the day-to-day. You’ll join a multidisciplinary team composed of customer experience professionals such as Customer Support Analysts and Technical Writers. You will have conversations with people all over the world both in French and in English where you’ll have to understand their contexts and ensure a proper guidance through the SharePoint ecosystem and beyond. More importantly, you’ll do all this in a supportive and dynamic setting where you can experiment and test out new ways of doing things.
Just like an experimental lab
At GSoft, we build together, we trust and support each other, sharing both our trials and our triumphs. You will be able to express your views, develop your creativity and thrive in an environment which will accommodate your day-to-day life and needs.
The future of work is human. To build this future, we must lay the groundwork, fly blind from time to time and embrace uneasiness. Challenging the establishment requires courage, being open-minded and a strong desire to say f*** impossible.
Keywords: Office 365, SharePoint, technical support, level 3, level 4, customer service, customer experience